Support Engineer

About Us

At BindPlane, we're not just building software-we're transforming the world of observability. As a fast-growing startup, we're developing the first observability pipeline powered by OpenTelemetry, revolutionizing how enterprises manage and monitor their data. Our open-source solutions are trusted by Fortune 500 companies and innovative tech startups alike, helping them efficiently collect, process, and route telemetry data. Integrating with top platforms like Google Cloud, Datadog, and New Relic, BindPlane is shaping the future of enterprise observability.

Role Overview

Are you ready to be a key player in customer success? As a Support Engineer at BindPlane, you'll be at the heart of our customer experience, helping clients seamlessly implement and optimize our observability pipeline in their complex IT environments. You'll tackle exciting technical challenges, serve as a bridge between customers and our engineering team, and use your expertise in cloud platforms, containerization, and observability technologies to ensure customer satisfaction. Your role will be essential in ensuring that our customers achieve success with our products, from deployment to ongoing maintenance.
Responsibilities

• Provide advanced technical support for BindPlane products in complex enterprise environments
• Troubleshoot and resolve customer issues related to deployment, configuration, and integration
• Work with customers to diagnose problems in diverse IT infrastructures including containerized environments, Kubernetes, and various cloud platforms
• Coordinate with Sales, Product, and Engineering teams to address customer challenges
• Create and maintain comprehensive documentation for common issues and their resolutions
• Develop knowledge base articles and troubleshooting guides for our Customer Support Portal
• Serve as an escalation point for L1 support, tackling more complex technical challenges
• Provide timely and effective communication to customers throughout the support process
• Identify recurring issues and collaborate with engineering to improve product quality

Requirements

Qualifications

• 3-5 years of experience in technical support, preferably in enterprise software or observability tools (Required)
• Strong knowledge of cloud platforms (GCP, AWS, or Azure), containerization (Docker, Kubernetes), and virtualization technologies (Required)
• Familiarity with observability concepts and tools including metrics, logs, and traces (Required)
• Strong command-line proficiency in Linux/Unix environments, with demonstrated ability to troubleshoot system issues through terminal operations, log analysis, and shell scripting, along with working knowledge of Windows environments (Required)
• Experience troubleshooting in complex enterprise environments (Required)
• Understanding of networking concepts and common protocols (Required)
• Basic scripting and programming skills (Bash, Python, etc.) (Required)
• Exceptional problem-solving abilities and attention to detail (Required)
• Excellent written and verbal communication skills (Required)
• Previous experience with APM platforms such as Splunk, Dynatrace, Oracle Enterprise Manager, New Relic, or Datadog (Preferred)
• Working knowledge of monitoring and observability concepts, including metrics collection, log aggregation, and distributed tracing fundamentals (Preferred)
• Experience with log management solutions (Preferred)
• Experience with enterprise application architectures and microservices (Preferred)
• Basic understanding of programming languages and application logic (Preferred)

Benefits

Benefits

• 401(k) retirement savings plan with employer matching
• Comprehensive health, dental, and vision insurance
• Life insurance coverage
• Employee assistance program for personal and professional support
• Generous paid time off, including vacation, sick leave, and holidays
• Opportunities for professional development and continuous learning